Case studies

Innovation in local government is about improving the lives of the people in our communities. Browse through our case studies to see the many innovative programmes councils are involved in.

If you have a case study you'd like to share here, please get in touch. Please use our case study template when submitting a case study.
Filter by topics
- All -
Filter by support type
- All -
Your search returned 1267 results

A behavioural approach to digital channel shift

A project to drive online take-up of e-forms through MyAccount in two service areas; council tax and waste management. This project focussing on customer engagement, marketing and behaviour change to use existing systems.


Customers keen to self-serve

A project to put in place a new online service for revenues and benefits customers. Functions will include allowing customers to apply for single person council tax discount, housing benefits and notifying the council of a change in circumstances


Driving self-service in revenues and benefits

A project to introduce, promote and expand an online portal for businesses, residents and landlords to view at a variety of revenues and benefits information.


Maximising a Council’s soft assets in a leisure context

A project which commenced over three years ago with initial support from the LGA’s Productivity Experts Programme and phase one will launch in June 2019.

Efficiency and income generation

Enabling Camden’s Cashless Strategy

Camden Council has rationalised the number of suppliers it contracts for payment services with the aim of moving towards a cashless system. Part of the project is for the distribution of social care payments such as the direct payment of adult and children’s social care electronically via prepaid cards. We now currently load £1million per month onto prepaid cards across more than 400 cards in circulation, and we are currently exploring how it can be rolled-out to additional schemes to supplement our cashless strategy. Our staff have reported the prepaid card system has resulted in a: “positive user experience”.

South Tyneside Council: Review of children’s services in the Borough

In October 2018, South Tyneside Council participated in the Productivity Expert Programme to review their directly provided childcare service. This report outlines the project and considers the conclusions of the final report and identifies the way forward. This case study forms part of our productivity experts resource.

Efficiency and income generation

Healthy New Towns Programme: Cranbrook

Cranbrook, is a green field development new town within East Devon to the north east of Exeter. With a current  population of about 4,500 expected to rise to over 18,000 by 2030. 

Surrey County Council DMA case study

Surrey County Council’s new Target Operating Model sets out the principle that structures (as a default) should be with six spans and six layers. The Community Protection, Transport & Environment Directorate used the DMA process to support the intelligent application of this principle. 

Self-service skip hire in Nottingham

Developing a new online skip hire service to increase the volume of self-service transactions. It will be designed on ‘click and collect’ principles whereby the customer will select and pay for a skip online and then have it delivered to their chosen address at a later date.